Hans | 2022-03-15 14:29:17 UTC | #1
Good day,
https://developer.genesys.cloud/api/rest/v2/conversations/ POST /api/v2/conversations/calls/{conversationId} Place a new call as part of a callback conversation.
I am testing to see if the above API can be used to auto dial a callback in a script after the agent connects.
So far I have not been able to get it working.
Can anyone confirm, is the provide API able to be used in this manner? If so, any recommendations for configuration.
Thank you!
tim.smith | 2022-03-15 14:33:56 UTC | #2
Hans, post:1, topic:13922
So far I have not been able to get it working.
Can you provide some details about specifically how you're doing it and specifically how it's not working?
Hans | 2022-03-15 14:43:51 UTC | #3
Hans, post:1, topic:13922
https://developer.genesys.cloud/api/rest/v2/conversations/ POST /api/v2/conversations/calls/{conversationId} Place a new call as part of a callback conversation.
Currently I have a script custom action configured to run on page load that delays10 seconds, checks to ensure the callback is connected and then attempts to run the data action configured with the previously mentioned API to dial the call for the callback.
Initially it provided a Generic error which I have not seen since or been able to replicate. Basically stated "something went wrong". Now it will simply sit like a normal callback until ended.
Thank you,
Jerome.Saint-Marc | 2022-03-15 17:31:23 UTC | #4
Hello,
Unfortunately, you will not be able to achieve this with a Script and a Data Action.
The Platform API endpoint to create a phone call requires a user context (i.e. access token obtained by a user using OAuth Token Implicit Grant, OAuth Authotization Code Grant, ...). Most of the Platform API endpoints which relate to the manipulation of a conversation (answer, hold/resume, send a chat message, ...) require a user context.
At this time, the Genesys Cloud Data Actions integration (that you invoke from your script) can only support an OAuth Client Credentials Grant client (server-context access token). And a server-context does not allow to create a call.
You can request new features and share your use case at https://genesyscloud.ideas.aha.io/idea
Regards,
Hans | 2022-03-15 19:14:17 UTC | #5
Thank you for the help and information!
system | 2022-04-15 19:15:11 UTC | #6
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ref: 13922